Level Up the Post-Purchase Experience (Webinar Recap)
Registria's 2026 webinar, led by CMO Heather Wilkerson and executives Colin Cohen and Matt Parsons, emphasized enhancing the post-purchase experience by deeply understanding customers, delivering ongoing personalized value, and leveraging data to meet rising expectations for convenience, personalization, and trust—highlighting gaps many brands face due to structural challenges and shifting consumer demands accelerated by the pandemic.
Related
The Power of Reviews & Ratings
Customer reviews and ratings are crucial for consumer durable brands as they significantly influence purchase decisions by building trust and credibility, with 98% of shoppers relying on them—especially for expensive or unfamiliar products—and brands must therefore actively solicit authentic, high-quality reviews to meet consumer expectations and enhance sales.
How to Adapt to the Unstable Tariffs' Impact on Businesses
The article discusses how rising tariffs and inflation are squeezing product brands' margins, urging CX and marketing leaders to focus on customer retention—highlighting that retaining existing customers, who are less price-sensitive and more profitable, is a cost-effective growth strategy amid economic uncertainty.
Concierge Essential Experience
ConciergeSM is a branded post-purchase resource hub that centralizes product registration, dynamic resources, AI assistance, warranty management, ratings, reviews, and surveys to collect first-party data, enhance customer engagement, generate revenue, and build lasting brand loyalty through a seamless, personalized experience.
How AI Is Changing the Role of Brand Apps
The article explains how AI, particularly agentic AI assistants, is transforming brand apps by enabling customers to perform tasks like troubleshooting, reordering, and scheduling maintenance through voice or AI interactions across devices, reducing the need to use traditional brand apps and shifting consumer behavior toward AI-driven convenience, with significant adoption already evident and projected to influence hundreds of billions in consumer spending by 2028.
Breaking Down Silos: A Difficult Challenge for Customer-Focused Brands
The article emphasizes that durable goods brands must break down internal silos and unify their systems to provide seamless, personalized, and efficient customer experiences—highlighting that 52% of customers will switch brands after one bad experience and that quick problem resolution increases customer loyalty by 2.4 times—using the author's frustrating HVAC registration and warranty service experience as a case study and introducing Registria as a solution to help brands meet rising customer expectations.
Building a CX Tech Stack for Durable Goods Brands
The article outlines how durable goods brands can build a customer experience (CX) tech stack focused on optimizing the post-purchase Ownership Experience by using point solutions like product registration tools to collect first-party data for personalized onboarding and communication, as well as branded or generic extended service plan platforms to increase customer loyalty, generate new revenue streams, and enhance support and claims management.